Webinar Archives
Living the CPDE Life
Sep 21st 2023
Presenter: Michael Cardinal, BPO, Thirdera
ITSM Academy's Certified Process Design Engineer (CPDE) course is packed with practical tips and hints on process design. Not only does it give you a best
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Putting the People back in PPT
Mar 16th 2023
Presenter: Mike Cardinal, Director BPMO - US, Thirdera
When it comes to doing service management, we are often hyper focused on the technology, or even the processes that use the technology. But in
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The Metrics Of Shift Left
Feb 18th 2021
Presenter: Jeff Rumburg, Managing Partner, MetricNet
Organizations that haven’t spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from
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The Agile Process Owner with Donna Knapp
Posted by Cid Tyer on Nov 19th 2015
Today’s IT organizations must be built on ITSM policies and processes that facilitate speed and change. So who ensures that ITSM processes are designed with ‘just enough’ control to meet an organiz
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Putting the “People” Back in People, Process and Technology
Posted by Cid Tyer on Sep 15th 2015
With the growth of technology and the rise of process to get things accomplished, we often leave out the key part of "People, Process and Technology"--the "People". The common element in any organi
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